Why Can't Parents View Their Child(ren) on the OP Patient Portal?

Version 14.19

After making any of the changes below, the contact's e-mail address WILL NOT gray out until the parent logs in again. Please call the parent and have them log into the patient portal and verify they can see their children

A parent may not be able to view his or her child (or children) on the Patient Portal due to any of the following reasons:

Mom and Dad share the same email address

  1. Check the Patient Chart button > Family Contacts.
  2. Make sure mom and dad do not share an email.
  • Due to HIPAA restrictions, each parent is required to have their own account.
  • If they want to use the same email for the portal account, the email address will need to be on only ONE contact.

The parent might have a duplicate contact

  • Does the parent have a duplicate contact or is there a contact that has the same email address listed? If the Patient Chart > Family Contacts displays only one contact with the email address abc@notmyemail.com, this does not mean there is only one contact associated. For example, there may be parents who use a different last name personally and professionally but have both names listed in OP. If that is the case, it may be more difficult to search and merge contacts.
  • In order to determine if there is a duplicate contact, perform the following steps:
  1. Click Practice Management button > Contact Manager to open the Contact Manager window.
  1. Enter the email address into the search field, and click Search.

  • If more than one contact appears, they will need to be merged:
  1. Highlight the contacts (hold ctrl and click the multiple contact lines). 
  2. Click Merge
  3. Click Yes in the Confirm dialog box.

Patient Status needs to be set to Active

  1. In the Patient Chart button > Basic Information, check to make sure the status of the child is Active.
  2. Patient needs to be Active in order to be seen on the portal.

Patient Age

If a parent is trying to view records for a patient aged 18+, then they will not be able to view the patient's records if the portal access (see below) is set to Minor.

Portal Access, Authority and Start/End Dates for the parent may not be set correctly

  • Portal Access
  1. Check the Patient Chart button > Family Contacts.
  2. The table at the top has a column on it called Portal. This is a drop down menu.
  • None: This contact does not have access to this patient via the web portal.
  • Minor: The most common setting. It allows parental access to the child’s records from birth until the child's 18th birthday.
  • Full: Typically used for a child that needs assistance beyond the child's 18th birthday.

  • Portal Authority: The authority set to the parents will directly affect the parent's ability to view information on the patient portal.
  1. Check the Patient Chart button > Family Contacts.
  2. The table at the top has a column on it called Authority This is a drop down menu:
  • Exclusive- Full custody is granted to one of the parents/guardians. This parent will be able to access the patient using the portal.
  • Joint- Parent/guardian has joint custody. Multiple parents/guardians can share joint custody, and each parent/guardian with joint custody will have access to the patient using the portal.
  • Blank- This is the default and indicates that there are no authority rules. It is typically used when the parents/guardians are together. This parent will be able to access the patient using the portal.
If you had a Patient Portal from 2006 - 2010, leaving this field blank may result in errors for the Parent. You should change this field to either Exclusive or Joint and see if the Parent no longer receives Internal Server Errors when logging in.
  • None- This parent/guardian has been banned from contact with and medical decision making for the patient. This parent will NOT be able to access the patient using the portal.

  • Start and End Dates: If there is an End date prior to today's date, the Portal account will come up with a "Server Error"
  1. Check the Patient Chart button > Family Contacts.
  2. Review the Start and End date fields for the parental contact information. 
  3. Ensure there is not an End Date set in the End Date field. An end date will prohibit parental access to the portal. Generally, these fields would be blank unless a date has been manually set to prohibit a contact from gaining access to the patient information (death, babysitter/nanny gets fired, court ruling, and divorce are just a few examples).

If the above solutions do not correct the problem, please consider that any interface you might have could be contributing to the issue.


After trying the above steps, please gather the following information from the patient/contact as it will help us solve the issue:
  • The full name of the parent that is having the problem.
  • Parent's portal account email. If the parent created multiple accounts please include information for all accounts.
  • The list of patients (by full name or patient number) that the parent should have access to.
  • The steps that have been taken so far to resolve the issue. For example, deleting/merging patients or contacts, changing emails with the portal control panel.
  • Authorization for Office Practicum to reset the user's password and test using the account.
Then call Support at 800-218-9916 to enter in a case to receive further assistance.
Version 14.10

After making any of the changes below, the contact's e-mail address WILL NOT gray out until the parent logs in again. Please call the parent and have them log into the patient portal and verify they can see their children

A parent may not be able to view his or her child (or children) on the Patient Portal due to any of the following reasons:

Mom and dad share the same email address

  1. Check the Contact tab in the Patient Register.
  2. Make sure mom and dad do not share an email.
  • Due to HIPAA restrictions, each parent is required to have their own account.
  • If they want to use the same email for the portal account, the email address will need to be on only ONE contact.

The parent might have a duplicate contact

  • Does the parent have a duplicate contact or is there a contact that has the same email address listed? If the Patient Register displays only one contact with the email address abc@notmyemail.com, this does not mean there is only one contact associated. For example, there may be parents who use a different last name personally and professionally but have both names listed in OP. If that is the case, it may be more difficult to search and merge contacts.
  • In order to determine if there is a duplicate contact, perform the following steps:
  1. Click Activities in the main menu and select Contact Manager to open the Contact Manager window.

  1. Enter the email address into the search field, and click Search.

  • If more than one contact appears, they will need to be merged:
  1. Highlight the contacts (hold ctrl and click the multiple contact lines). 
  2. Click Merge
  3. Click Yes in the Confirm dialog box.

Patient Status needs to be set to Active

  1. In the Patient Register, check to make sure the status of the child is Active.
  2. Patient needs to be Active in order to be seen on the portal.

Patient Age

If a parent is trying to view records for a patient aged 18+, then they will not be able to view the patient's records if the portal access (see below) is set to Minor.

Portal Access, Authority and Start/End Dates for the parent may not be set correctly

  • Portal Access
  1. Check the Contacts tab in the Patient Register.
  2. The table at the top has a column on it called Portal. This is a drop down menu.
  • None: This contact does not have access to this patient via the web portal.
  • Minor: The most common setting. It allows parental access to the child’s records from birth until the child's 18th birthday.
  • Full: Typically used for a child that needs assistance beyond the child's 18th birthday.

  • Portal Authority: The authority set to the parents will directly affect the parent's ability to view information on the patient portal.
  1. Check the Contacts tab in the Patient Register
  2. The table at the top has a column on it called Authority This is a drop down menu:
  • Exclusive- Full custody is granted to one of the parents/guardians. This parent will be able to access the patient using the portal.
  • Joint- Parent/guardian has joint custody. Multiple parents/guardians can share joint custody, and each parent/guardian with joint custody will have access to the patient using the portal.
  • Blank- This is the default and indicates that there are no authority rules. It is typically used when the parents/guardians are together. This parent will be able to access the patient using the portal.
If you had a Patient Portal from 2006 - 2010, leaving this field blank may result in errors for the Parent. You should change this field to either Exclusive or Joint and see if the Parent no longer receives Internal Server Errors when logging in.
  • None- This parent/guardian has been banned from contact with and medical decision making for the patient. This parent will NOT be able to access the patient using the portal.

  • Start and End Dates: If there is an End date prior to today's date, the Portal account will come up with a "Server Error"
  1. Check the Contacts tab in the Patient Register.
  2. Locate the End Date column.
  • Make sure there are no dates set up in these fields for the Parent to have access to their child's records.

If the above solutions do not correct the problem, please consider that any interface you might have could be contributing to the issue.


After trying the above steps, please gather the following information from the patient/contact as it will help us solve the issue:
  • The full name of the parent that is having the problem.
  • Parent's portal account email. If the parent created multiple accounts please include information for all accounts.
  • The list of patients (by full name or patient number) that the parent should have access to.
  • The steps that have been taken so far to resolve the issue. For example, deleting/merging patients or contacts, changing emails with the portal control panel.
  • Authorization for Office Practicum to reset the user's password and test using the account.
Then call Support at 800-218-9916 to enter in a case to receive further assistance.